Customer Requirements & Information Management Regional Manager, Americas

Job Description

The Sr. Manager, Customer Requirements and Information Program owns the regional execution and maturity of the Customer Requirements & Information Management (CRIM) capability across the Americas. The position acts as a strategic business partner to Sales Business Centers (SBCs) and senior corporate stakeholders across the Americas, with accountability for impact, consistency, and scalability of customer-driven information handling. 

This role plays a  critical part in safeguarding Olympus’ compliance and revenue by  governing how regional responses to customer requirements (e.g. ESG, EHS, BCM, material compliance, IT and product security) are prioritized, validated, and aligned with global standards. The incumbent operates with autonomy in prioritization, escalation, and stakeholder alignment within the global CRIM framework.

The position bridges regional operational needs  with global strategic direction. Rather than focusing on volume handling, the role emphasizes enablement, training, and process innovation to reduce ad-hoc workload over time and build a sustainable regional capability. 

Job Duties

• Request Management: Manage and validate customer requests in the region, reviewing scope, deadlines, templates, unclear requirements, and regional relevant regulations. Escalate gaps in ownership or data quality and ensure feedback loops on closed requests (i.e., assessment outcomes, tender results).
• Bridge Local SBC & Global CRIM: Act as senior regional interface to SBCs and Commercial leadership. local Sales, Contract Operations, Procurement, Regulatory and Supply Chain teams with Global CRIM, owning ticket operations and follow-up in the Americas.
• Bridge Global CRIM & Upstream Functions: Identify systemic gaps and implement scalable process and capability improvement. Train & guide upstream receivers on CRIM processand maintain regular information exchange on customer requests and upstream developments to ensure aligned and compliant answers.
• Advance CRIM Tools & Data Reporting: Support refinement of CRIM-related IT systems (e.g., CRIM AI Assistant) to enhance data integration and efficiency. Develop automated reporting and KPI tracking to enable data-driven management decisions and improved visibility of CRIM impact.
• Continuous Improvement: Identify operational inefficiencies, recurring issues, and opportunities for improvement. Recommend enhancements to global CRIM processes, templates, and governance to drive efficiency and consistency.
• Regional Transparency & Reporting: Oversee request volumes, workloads, and bottlenecks to manage risks, delays, and resourcing needs inside Global CRIM. Collect and consolidate market insights to anticipate future customer trends and provide structured management updates. Represent CRIM in relevant regional meetings (i.e., R-RAC, Contract Ops.) and support knowledge flow between global and local teams.
• Stakeholder & Customer Interaction: Support regional sales and tender teams in explaining CRIM processes to respective internal & external stakeholders. Build strong relationships with upstream stakeholders, Regional CommEx partners, and industry associations (e.g., AdvaMed, HIRC, Assent).
• Knowledge Sharing & Enablement: Drive regional enablement, training, and adoption of CRIM standards and tools (i.e. CRIM principles, share best practices across regions, promote reuse of responses, and ensure consistent sustainability reporting.
• Quality & Compliance Assurance: Partner with regional teams on l regulations from Government, ensuring all responses align with Olympus’s global CRIM standards and templates. Proactively identify compliance risks and use regulatory alignment as a competitive advantage.
• Other duties as assigned

Job Qualifications

Required:

• Degree in Business Administration, Data Analytics, Sustainability, or a related field required. MBA preferred. Additional certifications in process management, data analytics, or sustainability reporting are an advantage.
• With a bachelor's degree: minimum 12 years’ experience in complex organizations and/or cross-functional roles with demonstrated stakeholder influence.
• With a master's degree: minimum 10 years’ experience in complex organizations and/or cross-functional roles with demonstrated stakeholder influence.
• Demonstrated track record in process optimization and/or project management, preferably related to CRIM relevant topics.
• Proven ownership of governance, process design, and regional impact.
• Experience partnering closely with Sales or Commercial organizations, and/or  stakeholder collaboration across corporate, divisional, and regional levels. Ideally, knowledge of compliance and regulatory frameworks relevant to customer request of CRIM.
• Strong analytical and problem-solving abilities, capable of interpreting complex data and translating it into actionable insights.
• Excellent communication and stakeholder management skills, able to influence and align without direct authority.
• Hands-on and proactive mindset with ability to manage multiple workstreams under tight deadlines.
• Strong organizational skills and attention to detail, ensuring quality and compliance in content and reporting.
• Strategic and commercial mindset, understanding CRIM’s impact on business performance (both risk mitigation and top-line contribution).
• Cultural awareness and collaboration skills, comfortable working in cross-regional and cross-functional settings.
• Business fluency in English (spoken and written); additional language skills (i.e. Spanish) are an asset.
• Demonstrated resilience and adaptability to shifting priorities in a fast-paced, evolving organizational environment.